[Hiring] After-Hours PC Call Handler @THE TAYLOR LAW FIRM

Role Description

We are seeking a highly responsive, detail-oriented After-Hours PC Call Handler to serve as the first point of contact for potential new clients (PCs) outside of standard business hours. This is not a passive answering role. This position requires urgency, emotional intelligence, and sales awareness — because every call is a potential high-value case. You are the first impression of the firm. Your job is to capture, qualify, and convert.

Core Responsibilities

• Immediate Call Response
  • Answer all after-hours PC calls within required timeframes:
  • Weekdays: Return missed calls within 10 minutes
  • Weekends: Return missed calls within 10 minutes
  • Handle inbound and outbound follow-up calls promptly
  • Answer all potential client calls
  • Respond to website leads
  • Complete intake in CasePeer
  • Schedule attorney consultations when needed
  • Send follow-up text messages
  • Escalate emergency matters immediately
• Client Intake & Case Qualification
  • Gather critical case details, including:
  • Date of incident
  • Type of accident (auto, trucking, rideshare, pedestrian, wrongful death, premises liability)
  • Injuries and treatment status
  • Insurance information
  • Identify high-value indicators (severity, liability, coverage)
• Lead Conversion
  • Build rapport quickly with injured callers
  • Clearly communicate firm value:
  • Litigation capability
  • Policy limit focus
  • Client-first fee structure
  • Secure signed retainers or move the lead to the next step
• Data Entry & Documentation
  • Accurately enter all call details into Case Management Software (e.g., CasePeer)
  • Ensure all notes are clear, complete, and actionable
  • Flag urgent/high-value cases for immediate escalation
• Escalation & Handoff
  • Escalate:
  • Severe injury, commercial or wrongful death cases
  • Time-sensitive matters
  • High-policy-limit opportunities
  • Coordinate seamless handoff to in-house team for next business day follow-up
• Professional Communication
  • Maintain a calm, confident, and empathetic tone
  • Represent the firm with professionalism and authority at all times
  • Handle distressed or emotional callers with care and control

Performance Expectations (Non-Negotiable)

• Speed: Response times strictly enforced
• Accuracy: No incomplete intakes
• Conversion: Measured on signed cases / qualified leads
• Availability: Must be reachable and dependable during assigned shifts
• Discretion: Handle sensitive client information with confidentiality

Qualifications

• Must have minimum two (2) years experience in Georgia personal injury
• Strong communication and listening skills
• Ability to think quickly and control conversations
• Comfortable discussing injuries, accidents, and legal processes
• Tech proficiency (CRM/case management systems)
• Reliable internet and quiet work environment

Preferred Qualifications

• Prior experience with U.S. personal injury law firms
• Familiarity with CasePeer or similar systems
• Proven track record in lead conversion or intake sales

Compensation

• Base pay: $18-$20/hour (Atlanta market)
• Independent Contractor Position
• Plus signed-case bonus: $50-$100 per retained case
• Additional bonus for high-value cases
• This is a remote position.